New data from InPost, the UK out-of-home parcel locker provider, and British fashion retailer Superdry shows that when customers were given a genuine choice between home delivery and locker collection at checkout, a significant share chose lockers – cutting Superdry’s delivery costs by 19%.
Superdry had no locker delivery option at checkout before partnering with InPost. However, with locker delivery separated from home delivery as a distinct choice, InPost accounted for around 20% of Superdry’s UK delivery share, as of April 30, 2026. Superdry said the volume of orders moving to lockers exceeded expectations, and that relatively small changes to how delivery options were presented and priced had a significant impact on customer behavior.
According to the companies, customers using InPost are roughly four times less likely to contact Superdry’s customer care team than those using other delivery methods. Superdry’s refund and claims rate for lost or damaged parcels is reported at 0.5% for InPost deliveries, compared with 2.1% for home delivery – a 76% reduction.
Superdry’s reported results also include a 20% fall in “Where is my order” contacts per order, a 4.8/5 Trustpilot rating for InPost delivery versus 4.0/5 for home delivery, and a Net Promoter Score of 80 versus 78 for home delivery.
Jon Nicholson, chief commercial officer at InPost UK, said, “Customer contacts, claims, failed deliveries and refunds all carry a cost too, and that cost is often higher than the savings made by choosing the cheapest carrier. Superdry’s results are significant because they show this is not a trade-off between customer experience and commercial performance. When delivery works better for the customer, it works better for the retailer as well.”
Mike Howard, head of logistics at Superdry, said, “What stood out most was how much difference relatively small changes to how delivery options were presented at checkout made to customer behavior.” We’ve seen real benefits across customer experience, customer care and cost, and locker delivery is now an important part of our fulfillment strategy.”
In related news, Amazon expands locker network to more than 750 US college locations